Asda continues its overhaul under the new ownership by acquiring digital workflow company ServiceNow to help improve its staff and customer experience.
Using the Now Platform, ServiceNow systems are said to give Asda staff more time to provide a better shopping experience for its customers. The Platform will be a central place for Asda workers, including store and office -based workers, to process queries, ask questions, and retrieve information. The system is expected to speed up resolving requests and enhance productivity.
Store staff will have the opportunity to use mobile devices to access the platform while administrative workers can use laptops in the office. The agreement is expected to help Asda continue its focus on innovation, to “drive better customer experiences” in 633 stores.
The deal is part of Asda Future’s program, which includes the company’s separation from Walmart following the acquisition of the Issa Brothers and TDR Capital business in October 2020.
“The UK retail sector has faced many challenges in recent years, at least keeping deliveries moving and stocked on shelves during the pandemic, and we need to change to maintain a good competition in a the world is rapidly changing, ”said Carl Dawson, Chief Information Officer at Asda.
“We chose ServiceNow to help us meet this challenge. The Now Platform will allow us to pioneer new ideas and invest in digital innovation across the business. It will accelerate change in stores, and improve customer experiences by saving consumers money, using the latest and greatest technologies. “
Jordi Ferrer, Vice President and General Manager UK&I at ServiceNow, added: Asda is looking to evolve every part of its business to strengthen itself as a leading retail force.
“Our platform will be an integral part of Asda’s journey, providing tools to increase innovation and enhance the customer experience while increasing employee engagement and effectiveness. This is a great demonstration of how Asda believes in their employees and in their ability by investing in tools to help them work better and more effectively.